Zendesk Suite
ZendeskExternal reviews
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Very Powerful - but be ready to invest in time
What do you like best about the product?
Extensible, and all -in one solution for everything you need from a Service Desk perspective
What do you dislike about the product?
Complex and the configuration needed feels rather "old school". Of course with the amount of extensibility and customization - I can see why it's necessary.
What problems is the product solving and how is that benefiting you?
An excellent Service Management Platform - specifically around Service Desk - i.e. Help Desk tool for ticketing
There is a few issues and lack of elasticity of the Zendesk. But its still the best what You can get
What do you like best about the product?
Speed, easy to teach new agents. Live Chats
What do you dislike about the product?
Lack of permissions settings. No translations in chat transaltions.
What problems is the product solving and how is that benefiting you?
Customer support and issues of the clients. Yes i am.
Solid support desk offering
What do you like best about the product?
Ticketing is clear and easy metrics are also easy to extract
What do you dislike about the product?
Sometimes slow support but only in rare cases
What problems is the product solving and how is that benefiting you?
Keeping all of our clients in the same portal
Zendesk is a great tool to bridge the gap between customer experience and consumer.
What do you like best about the product?
Zendesk Support is used to connect to multiple marketplaces. Being able to respond to inquiries in one software saves our customer experience team a lot of time and energy. Overall improves our process.
What do you dislike about the product?
Zendesk Support recently updated the user interface. It is a bit more difficult to find the customer's contact and email address. It was a lot easier to be able to copy and paste as needed.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite bridges the gap between customer experience and the customer. It's great that we are able to have a all-in-one suite to be able to connect all our marketplaces.
Recommendations to others considering the product:
Zendesk Support Suite is recommend to those having multiple sales channels.
Better when paying for features
What do you like best about the product?
The system was easy to learn and channels are quickly setup to start. The widget is easy to setup and the answers are well filtered in the agent view. There is a lot of integrations too, which is one of the main reasons, with capability to scale, that I chose Zendesk. For small businesses, it might be a bit overkill, but the benefits will reveal when scaling. No need to change you software and have a big migration. All you need is there. There is also a plan for startups, that only last for 6 months, unfortunately. It would have been great if it would be bounded to the usage needed.
What do you dislike about the product?
The configuration opens in a different page than the agent support software, making it not convenient to follow. Also, the interface displays the features you don't have access to like if you would have and a message displays at the end of the process telling you to contact them. The interface in general is very old-school in its design and user experience. You have to dig for the things you need. If you do not want to use the widget (I already have one on my website) you have to build your own forms and then link them using their APIs. It works but it's more work, especially for small businesses and startups.
What problems is the product solving and how is that benefiting you?
Zendesk is helping us to collect customer requests, issues and bugs. With its link with JIRA, we're able to centralize all the software issues at only 1 location for better visibity, prioritization and management. Zendesk can be helpful to scale as opposed to JIRA Service Desk, which doesn't offer that many features and channels.
Recommendations to others considering the product:
For small teams consider JIRA service desk. Zendesk is best for helping big teams managing tickets.
ZenDesk Support
What do you like best about the product?
Zendesk support suite is highly customizable with many field options, add ons and integrations.
What do you dislike about the product?
Zendesk isn't always intuitive with some of their support products and can be a bit clunky.
What problems is the product solving and how is that benefiting you?
Streamlining our support team to better attend to our customers.
A fine support, ticketing and incident management tool for enterprises
What do you like best about the product?
Integrations available, automations and workflows setting,triggers and notification, analytics (by admin) and the supported applications make this a fine tool for support and incident management.
What do you dislike about the product?
Reporting is difficult and challenging and the ability to edit entries is also tricky, customer service is not very prompt and downtimes (SLA) could be improved.
What problems is the product solving and how is that benefiting you?
Supporting the issues/ incidents raised by the customers and giving all the necessary integrations/ automations/ workflow and apps assistance to track them at each level of the organization.
Service is good but need to provide more add ons
What do you like best about the product?
Service is good but need to provide more add ons
What do you dislike about the product?
Need for inbuilt fetures and free add ons
What problems is the product solving and how is that benefiting you?
It is solving the ticket creation problems.
Recommendations to others considering the product:
This support tool is good and can be used
Live chat would be great.
What do you like best about the product?
There is plenty of information to pullfrom. I think the tutorials make it very helpful especially when there is a video involved.
What do you dislike about the product?
I would just like to have some live suppot. It might be there but I've only recieved follow ups even at my old company.
What problems is the product solving and how is that benefiting you?
It allows for us to really define a platform for customers to contact us. Giving us multiple channels.
Recommendations to others considering the product:
READ!!! Educate yourself on all the functionality that the platform has to offer. It's a lot.
support automations
What do you like best about the product?
The bot that routes you to relevant articles, helped me handle my cases on my own.
What do you dislike about the product?
A few times I contact support I had to wait a long time for a resolution.
What problems is the product solving and how is that benefiting you?
Bugs in the system, routing issues
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